InPublishing Editor James Evelegh asks Paul Hatch of Air Business:
- What is the opportunity for publishers?
- Why is customer experience a good candidate for AI?
- In which areas of customer experience does AI outperform humans?
- What is the optimum blend of AI and humans in customer services?
- How do you integrate AI into the customer experience without alienating subscribers?
- What steps should a publisher go through when looking to use AI in their customer experience operation?
- What are the pitfalls to avoid?
- Can you give us your three top tips for integrating AI into customer services?
- What’s in the pipeline from Air Business?
This interview was recorded in November 2025.
Paul can be contacted by email: paul.hatch@airbusiness.com
More information about Air Business can be found here.
